Integration Monitor

The Integration Monitor shows the information being sent between the phone system and Cisco Unity. Each packet of data contains information on one call that the phone system forwards to Cisco Unity. In some cases, seeing this data can help you diagnose integration problems.

With a serial integration, you can view the packets of data that are sent over the serial link. The Integration Monitor also displays the packets that Cisco Unity sends to the phone system, each of which contains one MWI on or off code.

With an DTMF (analog) integration, you can view the packets sent over the analog phone lines that connect the phone system and Cisco Unity.

When troubleshooting IP integrations (such as Cisco CallManager or SIP), use the Call Viewer. The Cisco Unity Integration Monitor is not compatible with IP integrations. See the "Call Viewer" section for more information.

To Run the Integration Monitor

Step 1 Cisco Unity must be running for the Integration Monitor to display the packets being passed to and from the Cisco Unity server. If Cisco Unity is not running, start it.

Values Displayed in the Integration Monitor

For information on the values and menu options that appear in the Integration Monitor, see Table 12-1.

Table 12-1 Integration Monitor Fields and Columns

Field/Column

Meaning

Analog Integration or Serial Integration

Immediately below the menu bar, the Integration Monitor displays the name of the current integration and the integration type.

First Digit Delay (ms)

(DTMF or analog integrations only)

The amount of time that Cisco Unity waits (in milliseconds) for the first digit of a packet to arrive after Cisco Unity answers a call. For example, to specify that the Integration Monitor wait three seconds for the first digit to arrive, enter3000.

If you change this value, you are changing the value in the Cisco Unity phone system template file for the current integration. Changing this value may cause Cisco Unity to work incorrectly.

Next Digit Delay (ms)

(DTMF or analog integrations only)

The amount of time that Cisco Unity waits between digits for the next digit of a packet to arrive. If the next digit does not arrive within that amount of time, Cisco Unity considers the next digit user input, and the Integration Monitor displays the digit on a new line (only when the Include digits option and Hang-up packet are defined). For example, to specify that the Integration Monitor wait two-tenths of a second for the next digit to arrive, enter200.

If you change this value, you are changing the value in the Cisco Unity phone system template file for the current integration. Changing this value may cause Cisco Unity to work incorrectly.

Time

The time at which Cisco Unity received the call from the phone system or the time at which Cisco Unity sent an MWI on or off code to the phone system. New packets appear at the top of the Integration Events list.

Packet

The unformatted information that the phone system sent to Cisco Unity or that Cisco Unity sent to the phone system. The Integration Monitor uses the phone system template file to parse the contents of the packet into the values in the remaining columns.

Port

The voice card port on the Cisco Unity server on which a call arrives from the phone system.

Integration Monitor Display Options

The menus in the Integration Monitor allow you to save data to a file and change the display in a variety of ways, as described in Table 12-2.

Table 12-2 Integration Monitor Options

Menu

Option

Description

File

Log to file

To specify a file for saving Integration Monitor data.

Edit

Allow delay edits

(DTMF or analog integrations only)

To change the values in the First Digit Delay (ms) and Next Digit Delay (ms) fields. If this option is not selected, the values are display only. For more information, see First Digit Delay (ms) and Next Digit Delay (ms) in Table 12-1.

View

Always on top

To display the Integration Monitor window in front of all other windows regardless of which window is currently active.

To cancel the option, click it again.

View

Include digits

(DTMF or analog integrations only)

To display individual digits that are not recognized as part of a packet. For more information, see Next Digit Delay (ms) in Table 12-1.

View

Freeze display

To prevent new data packets from being displayed in the Integration Monitor window. If Cisco Unity is busy, this option can be useful for analyzing an individual packet. Freezing the display prevents the packet from scrolling out of the window before you can look at it.

To unfreeze the display, click the option again.

View

Raw serial data

(serial integrations only)

To display data from the phone system or from Cisco Unity regardless of whether the Integration Monitor recognizes the data as a valid packet. If no data is displayed in the Integration Monitor but you think it should be, try this option. There may be no display because the Integration Monitor is unable to determine what the pieces of the packets are.

To return to displaying formatted packets, click the option again.

View

Outgoing data

(serial integrations only)

To display only the packets that Cisco Unity is sending to the phone system to turn MWIs on and off.

To return to displaying all packets, click the option again.

View

Incoming data only

(serial integrations only)

To display only the packets that the phone system is sending to Cisco Unity, including:

•Calls forwarded to Cisco Unity because the extension is busy.

•Calls forwarded to Cisco Unity because the extension is not answered.

•Calls forwarded to Cisco Unity because the extension is in do not disturb mode.

•Calls from subscribers who want to check or leave voice messages.

•Calls from external callers who called Cisco Unity.

To return to displaying all packets, click the option again.

Frequently Asked Questions About the Integration Monitor

Table 12-3 Integration Monitor Frequently Asked Questions

Question

Answer

Can I freeze the display?

Yes. On the View menu, click Freeze Display.

Can I view raw serial data?

Yes. On the View menu, click Raw Serial Data.

Can I view DTMF digits (analog only) separately from the packets?

Yes. On the View menu, click Include Digits, and confirm that the Hang-up packet is defined. This view lets you see all packets and all other DTMF digits detected by Cisco Unity and can be helpful in troubleshooting DTMF integration packet problems.

Can I log the integration packets in the Integration Monitor to a file?

Yes. On the File menu, click Log to File. Specify name and location of the file to receive the integration packet information.

Can the Integration Monitor be used with all integrations?

No. The Integration Monitor can be used only for serial and DTMF (analog) integrations. For IP integrations (such as Cisco CallManager and SIP), use the Call Viewer. See the "Call Viewer" section for more information.

Integration Monitor Troubleshooting

To Resolve a Situation Where No Integration Information Is Displayed for a Serial or DTMF Integration

Step 1 In the View menu, confirm that Freeze Display is not selected. If it is selected, deselect it.

Step 3 Confirm that the settings match those indicated in the integration guide for your phone system.

Step 4 Correct any incorrect values.

Step 5 If you changed values in Step 4, click Save, and continue with Step 6. If you did not change any values, skip to Step 7.

Step 6 If prompted, restart the Cisco Unity server.

Step 7 If you have a serial integration, confirm that the serial cable is plugged securely into the correct Cisco Unity COM port and into the phone system serial port.

If none of the steps in this procedure correct the problem, contact the Cisco Technical Assistance Center (TAC).

To Resolve a Situation Where Only Partial Packets Appear (DTMF or Analog Integrations Only)

Step 1 On the Integration Monitor Edit menu, click Allow Delay Edits.

Step 2 Increase the values in the First Digit Delay (ms) and Next Digit Delay (ms) fields. For example, if the First Digit Delay (ms) field is set to 2000, change it to 3000. And if the Next Digit Delay (ms) field is set to 250, change it to 500.

Learn Tones

Cisco Unity comes with template files for a variety of phone systems. These template files usually work without modification. However, problems with transfers, message waiting indicators (MWIs), and message notification can arise if Cisco Unity does not understand the phone system tones. If any of these problems occur, and basic troubleshooting procedures do not correct the problem, run the Learn Tones utility to modify the phone system template file.

The Learn Tones utility is designed to run on systems equipped with Dialogic analog voice cards only. The Learn Tones utility also requires exclusive access to the ports. Do not run Learn Tones unless Cisco Unity is shut down.

The Learn Tones utility learns the frequency and cadence of the phone system tones, such as busy and ringback, and teaches them to Cisco Unity. Once you start the utility, the process is automatic. One voice messaging port calls other ports to generate the tones. The utility displays the tone settings already present in the phone system template file on start-up, and sets any missing items to the default values. Upon completion, it adds the learned tones of your choice to the phone system template file.

Tones Defined in the Switch Configuration File

There are five different tones that can be defined in the Cisco Unity switch configuration file. These can be split into two categories. The first category is tones that are used during call progress. Cisco Unity listens for these tones when performing a transfer or making an outgoing call, but does not listen for these tones during the voice mail conversation or during recording. These tones are:

•Switch Dial Tone

•Switch Ringback Tone

•Switch Busy Tone

The other two tones are disconnect tones. Cisco Unity always listens for these tones during voice messaging conversation and during recording. If one of these tones is detected, it tells Cisco Unity that the caller has hung up, and Cisco Unity goes on hook. These tones are:

•Switch Disconnect Tone

•CO Disconnect Tone

There are usually no tone definitions in the switch configuration file when the Cisco Unity system is installed. Depending on the phone system and integration being used, it is often unnecessary to define any tones in the switch configuration file. Cisco Unity uses a default set of definitions for tones that are not defined in the switch configuration file, and this default set usually works. When it is determined that a particular tone (or tones) must be defined in the switch configuration file, it is best to define only that tone. Defining tones that are not necessary for Cisco Unity to perform properly with a particular phone system can limit the ability of the voice messaging system to handle unexpected tones, such as unexpected disconnect tones sent from a PSTN.

Learning tones may resolve the problem when callers report being disconnected (hung up on) while they are recording a voice message. The default disconnect tone definitions in Cisco Unity have very large frequency and cadence deviations defined. While this allows the system to detect disconnect tones from a wide range of central offices, phone systems, countries, and so on, it also increases the chance that the voice of a caller will mistakenly be detected as disconnect tone, causing the voice messaging system to hang up on the call. Learning the disconnect tones specific to the phone system in use can remedy this problem. Once the tone definition is in the switch configuration file, the deviations can be manually edited if fine tuning is desired.

Switch Configuration File Location

The switch configuration.ini files are located in the \CommServer\Intlib directory on the Cisco Unity server. The active switch configuration file is based on the selections made in the UTIM during Cisco Unity installation, or by any subsequent changes made in the Edit Switch utility.

Both modes use port 1 as the primary learning port, and Automatic mode uses ports 2 and 3 as helper ports. Or, you can designate other helper ports by entering their port numbers and extensions. Extension numbers for ports 1, 2, and 3 are imported automatically from the Cisco Unity Administrator Ports page.

Use Manual mode when you want the primary port to call a specific extension rather than a helper port, or when some aspect of the phone system programming, such as forwarding when a line is busy, conflicts with the tone-learning process. The phone specified for Manual mode should be close to the Cisco Unity server, so that you can see the on-screen prompts and operate the phone at the same time. To run in Manual mode, check the Manual Mode check box under Settings, and enter the extension of the phone you want to use in the Manual Ext field.

Step 6 Confirm that the Delay Between Calls field is set to the default value of 4000 ms. Delay between calls is the number of milliseconds that Learn Tones delays before making a subsequent call to learn or verify a tone.

Step 7 Confirm that the Deviation Threshold field is set to the default value of 15 percent. The Deviation Threshold field sets the deviation that is considered acceptable when learning individual tones. Tones outside the Deviation Threshold field setting for any single field (frequency 1, frequency 2, on, off, and so on) are discarded.

Step 8 Confirm that the Calls field is set to the default value of 1.

Step 9 Confirm that the Frames field is set to the default value of 5.

Step 10 Confirm that the Delay(ms) field is set to the default value of 1500 ms. The Delay field sets the amount of time between the completion of the action to cause a tone, and the beginning of learning the tone. The delay value avoids detection of stray events on the line during line state transitions.

c. Waits the amount of milliseconds defined in the Delay field for ringback tone.

d. Listens to and learns the tone on port 1.

e. Goes on hook on port 1.

f. Waits the amount of milliseconds defined in the Delay Between Calls field.

g. Goes off-hook on port 1.

h. Dials the extension of port 2.

i. Listens to and verifies the tone on port 1.

j. Goes on hook on port 1.

If a "Success" message appears at the conclusion of this process, continue with Step 16.

If a "Failure" message appears, resolve the problem and repeat this step.

Step 16 The Learn Tones utility automatically verifies tones after it learns them, so there is no need to click Verify All before saving the learned tones.

Step 17 Click Save.

Step 18 In the dialog box that appears, check only the check boxes of the tones you want to update in the switch configuration file, then click OK.

Step 19 To save the new tones directly to the active switch configuration file, accept the default file name. If you want to save the tones to a temporary file for comparison and then manually copy them to the switch configuration file at a later time, enter a file name of your choice. Click Open.

Step 20 Click Done to exit the Learn Tones utility.

Step 21 Restart the Cisco Unity software.

Troubleshooting the Learn Tones Utility

If the learn tones process fails, do one or more of the following:

•Adjust the setting in the Delay field for the tone that you are having trouble with. 1500 to 2000 milliseconds is usually sufficient. Be careful not to make this delay too long as Learn Tones may fail to learn a tone, learn the wrong tone, or miss the tone altogether.

•If Automatic mode is not working, try Manual mode, or vice versa.

•Unplug the line cord from port 1 of Cisco Unity and plug it into an analog phone. Use the same steps that the Learn Tones utility uses to manually recreate the condition that Learn Tones is listening to.

•If one or more tones are learned with the cadence shown in the following table, the learned tone is continuous.

On(ms)

2000

Dev

-2000

Off(ms)

0

Dev

0

When a tone with continuous cadence is saved to the switch configuration file, the cadence appears as:

TimeOn1=4000TimeOnDeviation1=0TimeOff1=0TimeOffDeviation1=0Cycles=0

This is intentional. To support voice card manufacturers other than Dialogic, the latter method must be used when defining a continuous tone in the switch configuration file. When Cisco Unity is restarted, the Miu translates the cadence back to the original settings if Dialogic cards are installed.

Call Viewer

For each call that the phone system integration sends to Cisco Unity, the Call Viewer displays one line of information. This information can be helpful when troubleshooting problems with the phone system integration, as well as testing call routing rules. (See Table 12-4 for details on the information displayed.)

The Call Viewer displays integration information for inbound calls only. To see call information for outbound calls, use the StatusMonitor, located in the Tech Tools directory.

Note that if you are troubleshooting a Cisco CallManager integration, you must use the Call Viewer; the Cisco Unity Integration Monitor is not compatible with a Cisco CallManager integration.

Step 3 In the left pane of the Tools Depot window, in the Switch Integration Tools directory, double-click Call Viewer.

Step 4 Use the Call Viewer window to see call information that the phone system integration provides to Cisco Unity for inbound calls.

Use Table 12-4 to learn more about the information that the Call Viewer displays.

Table 12-4 Call Viewer Information

Column Head

Information Displayed

Call #

The number of the call as it was presented to Cisco Unity.

Origin

•Internal—The call originated from an extension on the phone system.

•External—The call originated from a phone that is not an extension on the phone system.

•Unknown—The source of the call is not known.

Reason

•Direct—The caller dialed or was transferred to the Cisco Unity pilot number.

•Forward (Ring no answer)—The call was forwarded to Cisco Unity because the extension the caller dialed was not answered.

•Forward (Busy)—The call was forwarded to Cisco Unity because the extension the caller dialed was busy.

•Forward (All)—The call was forwarded to Cisco Unity because the extension was set to forward all calls.

Trunk ID

(If provided by the phone system) The number of the trunk that the call arrived on.

Port ID

The number of the voice messaging port as it appears in the Cisco Unity Administrator on the System > Ports page. This number is not the extension number of the voice messaging port.

Dialed Number

(If provided by the phone system) The extension number that the caller dialed.

Calling Number

(If provided by the phone system) The extension number of the phone on which the call was dialed.

Forwarding Station

(If provided by the phone system) When the call is forwarded to Cisco Unity, the extension number of the phone that the call was forwarded from.

Cisco Unity Diagnostic Tool

The Cisco Unity Diagnostic Tool allows creating and viewing of diagnostic log files that can be used to troubleshoot problems. It replaces the diagnostic log functionality in Maestro Tools, and allows the system administrator or TAC staff to selectively run diagnostic traces at two levels:

•Macro Traces—These are collections of component traces that help diagnose problems such as message waiting indicator and system problems.

•Micro Traces—These are the component traces. Each component has up to 32 trace levels that can be individually selected.

The Cisco Unity Diagnostic Tool also allows the system administrator or TAC staff to do the following tasks:

•Create new log files on demand. This makes troubleshooting problems easier. When a problem can be reproduced reliably, the system administrator can close all existing log files and create new log files prior to reproducing the problem. This eliminates many unnecessary and unrelated items from the logs.

•Configure log settings. The system administrator can adjust the maximum disk space allowed for all diagnostic log files. (The default setting is 400 MB.) The Logging Properties screen also allows the system administrator to disable all diagnostic output by clearing the Diagnostic Output check box.

•Gather standard logs. This option provides the ability to quickly gather all or selected Microsoft Windows and Cisco Unity logs.

•Disable all traces. This is a quick way to return diagnostic logs to their default settings after troubleshooting efforts are complete.

•View the Event log. The Event log files for either the local computer or another computer can be viewed and exported.

•Change the display language for Windows Event log messages that are generated by Cisco Unity. This is a temporary change and is only in effect while the Cisco Unity Diagnostic Tool is running.

To View and Export Diagnostic Files by Using the Cisco Unity Diagnostic Tool

Step 8 In the left pane of the Cisco Unity Diagnostic Tool, click Event Viewer (Local), and then click the log file category you wish to view.

Note When the Cisco Unity Diagnostic Tool is closed, Cisco Unity Event log messages revert to the original language.

Advanced Settings Tool

The Advanced Settings Tool allows system administrators to safely edit many of the Cisco Unity hidden registry settings. It gives a brief overview of each setting, limits edits to specific value ranges, and ensures that edits are consistent with the installed Cisco Unity version.

Note For Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated.

Step 2 In the left pane, under Administrative Tools, double-click Advanced Settings Tool.

Step 3 In the Unity Settings pane, click the key name.

Step 4 In the New Value box or list, click or enter the applicable value, then click Set.

Step 5 When prompted, click OK.

Step 6 Click Exit.

Step 7 If applicable, restart the Cisco Unity server for the registry change to take effect.

To Add a New Registry Key

Adding a new registry key to the database should be done only when indicated in the Cisco Unity documentation, or on the advice of Cisco TAC. Note that the add function can also be used to display information about existing registry settings.

Step 1 Open a command prompt window, and browse to the CommServer\Utilities\Advanced Settings Tool directory.

Step 4 On the Add New Registry Key page, click Add New. Enter information in the following fields as applicable.

Index

Display only. A read-only field that displays a unique number for each record in the database.

Short Description

Enter a description of the registry key change (maximum of 250 characters).

Long Description

Enter a description of the behavior change that the registry key invokes.

Key Path

Enter the path to the directory where the key is stored. All values are assumed to be under HKEY_LOCAL_MACHINE.

If you need to set values outside of this registry branch, do not use this tool. Use Regedit instead.

Key Name

Enter the name of the registry at the key path. In the rare case of a registry setting that is only the key path and not a key value, you can leave this field blank.

Key Type

Select a value on the list, as follows:

•REG_SZ—string values.

•REG_DWORD—number values.

•REG_BINARY—binary values (not used).

•NONE—for cases where the presence of the key path is all that is needed, rather than a key with a value. This value should be used rarely, if at all.

Minimum Value

Enter the minimum allowable value, if the key type is a number. String values do not use this field.

Maximum Value

Enter the maximum allowable value, if the key type is a number. String values do not use this field.

Step By

Enter the step for each value added to the drop-down list, if the key type is a number. For example, if the minimum value is 0, and the maximum value is 100, a Step By value of 20 will populate the drop-down list with 0, 20, 40, 60, 80, 100.

Minimum Unity Version

A list of all Cisco Unity versions 2.3 and later. Indicate if the registry key is not valid for versions earlier than a specified version.

Maximum Unity Version

A list of all Cisco Unity versions 2.3 and later. Indicate if the registry key is not valid for versions later than a specified version.

Step 5 Click Save, and then click OK.

Step 6 Click Exit.

Universal Dialogic Diagnostics Utility

The Universal Dialogic Diagnostics (UDD) utility performs a wide range of tests on the Dialogic voice cards. It is used to determine if something is wrong with one or more of the Dialogic voice cards in the Cisco Unity server.

Step 3 The UDD utility may display several warning or error messages. For each, choose the option that continues the process of starting the utility.

Step 4 Select the options required to do all tests on all voice cards. The tests take approximately five minutes per voice card.

Step 5 When the tests are finished, the Done button becomes available. Click Done to display additional information on failed tests, if any.

Step 6 If you see errors that you do not know how to resolve, contact Cisco TAC.

Step 7 When you are finished reviewing test results, click Exit UDD.

Step 8 Shut down and restart the Cisco Unity server.

Port Status Monitor

Cisco Unity has two Status Monitors: the web-based Status Monitor that is described in the Cisco Unity System Administration Guide, and the Port Status Monitor that is located in the Switch Integration Tools directory of Tools Depot.

Both are useful as troubleshooting tools. However, the web-based Status Monitor is not intended to be run for long periods of time due to the significant amount of system resources it utilizes. The web-based Status Monitor automatically times out after 20 minutes of use while the Port Status Monitor application does not adversely impact system performance and can be run for as long as necessary to monitor call activity and troubleshoot a problem.

Performance Counters

The Cisco Unity integration performance counters may not be available after an upgrade or after a change to the phone system integration, if the upgrade or integration change was made while performance monitoring services (CUPID or PerfMon) were running.

To Re-Enable Performance Counters After an Upgrade or After a Change to the Phone System Integration

Step 2 Stop the Cisco Unity Performance Information and Diagnostics service, if it is installed on the Cisco Unity server.

Step 3 Set the Cisco Unity Performance Information and Diagnostics service Startup type to Manual.

Step 4 Click Start > Programs > Administrative Tools > Performance.

Step 5 Stop any counters or trace logs that are currently running.

Step 6 Start Regedit.

Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (Refer to the "Restoring" topics in Registry Editor Help.) Note that for Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated. If you have any questions about changing registry key settings, contact Cisco TAC.

Step 7 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.